This study intends to determine market demand for total heat exchangers, and then develop research and development (R&D) strategies to satisfy customers' needs and improve corporate competitiveness. Kano 2-D quality model analysis and questionnaire survey were conducted to identify the importance of customers' expectations of quality constructs, and Kano quality factors of classified quality constructs. The opinion difference of customer attributes for quality construct was then compared. Finally, the results of Kano questionnaires and quality function deployment (QFD) were combined to construct a house of quality, with the voice of customers (VOC) incorporated into the design and planning of total heat exchangers. The results showed that consumers pay attention to convenience of use and the function of improving indoor air quality. The findings can serve as references for manufacturers to identify the qualities of total heat exchangers that attract customers, and design products that satisfy customers’ needs. The results can also serves as references for the development of future energy-saving air conditioning.
